IVRS, website & app help ManipalCigna serve customers

Banking Frontiers|May 2020

IVRS, website & app help ManipalCigna serve customers
Insurer launches videos inspired by real life customer stories to encourage people to gain a greater sense of control over their physical and financial health:
Mehul Dani

In the aftermath of the COVID19 outbreak, ManipalCigna Health Insurance has set as its first priority protection of the health and well-being of its employees, customers, partners and communities. The weeks prior to the lockdown, the company provided face masks to every employee and increased the frequency of office cleaning. It also ensured that hand sanitizer is made available in various parts of its offices. Besides, it also introduced checking of body temperature of employees and customers, told employees to hold all travel plans and advised those who came back from assignments abroad to stay back at home for 14 days. The company has also deployed necessary infrastructure and introduced processes to ensure safety and security of workforce and deliver on its promises to the customers.

Says Prasun Sikdar, MD & CEO of the company: “In the first instance, we ensured that our customer service and online policy purchase can be accessible digitally and on phone from the comfort of homes. Our robust business continuity plan enables our staff to work from home as effectively as they can from the office and ensures that our business continues seamlessly. We have also set up a cross-functional committee to monitor health and safety of our employees and their families and the team is constantly monitoring and sharing timely advisories.”

The company has set up ‘Doctor on Call’ facility to protect its employees’ health and wellbeing, through which the employees can access the best healthcare advice whether about COVID-19 or any other ailment. Sikdar says this facility has been created specifically for all the employees, including their family, and can be availed free of charge from the comfort of their homes.

VIDEO COFFEE SESSIONS

Sikdar has made it a practice to interact with his employees as frequently as possible as he feels that working from home has its own challenges, especially in terms of physical and mental health. “Recently I did a virtual coffee session on video conference app with our various functional heads and all the senior team members where each one shared their experiences of how they have effectively managed with work from home. I encourage my team members to be as flexible and creative as possible in coming up with a work arrangement that both meets the needs of the business and accommodates any limitations, they might have due to having their children or dependents in the home.”

DIGITAL INITIATIVES

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May 2020